Being the new kid on the tech block is not always easy. Trying to assert yourself in a room full of long-established companies is challenging, and the odds are often not in your favor. That was exactly the case for Slack, emerging at a time where email reigned supreme as the dominant form of work […]
Building a support quality assurance program is a big but worthy mission. From the beginning, it lays the groundwork for a uniform support experience. As it evolves, QA fuels continuous improvement, helping organizations understand the ROI of customer service. But quality assurance is also challenging. You can bake all the right policies into your rubric […]
A lot of sales teams think about quotas as some kind of ideal that each rep should aspire to. This is totally wrong. Quotas aren’t a goal, they’re a business calculation. Budgets, hiring, and board presentations depend on these numbers being accurate. This means that quotas are a necessity, and I make it very […]
Quick Links Who is Bryan Elsesser? The Most Important Sales Input: Cold Calling Stage 1: You’re Afraid to Pick Up the Phone Stage 2: Learning the Value Propositions Stage 3: Asking Questions Stage 4: Asking Questions the Right Way Stage 5: Scaling it All Back Stage 6: Finding a Balance What Happened to Email? Who […]
New initiatives are hard to adopt, even when they’re good for us. Exercise improves our fitness, saving money prepares us for the unknown, and support quality assurance drives better customer service outcomes. Yet in spite of support QA’s many benefits, many organizations either don’t QA effectively or don’t bother with QA at all. It’s not […]
Customer experience is more than a buzzword, it’s an imperative. As consumers increasingly self-educate long before becoming customers, their decision to buy (and keep buying) often comes down to the strength of your support team. Given one negative customer service experience, more than 60 percent of consumers will abandon an intended purchase and flock to […]
Account Based Sales is a personalized and focused strategy that has helped top-performing sales teams close deals. But personalizing every prospect interaction is not an easy task. When your call lists are long, it’s easy to get confused or forget what information belongs to which prospect. No sales rep wants to start a call by […]
Things change during the holidays. Friends and family members reunite, people eat more than they should, and support teams grapple with hundreds of customer service tickets. The National Retail Federation (NRF) estimates 20 to 30 percent of annual retail revenue occurs during those 10+ weeks of cheer. This can be great news for a business, […]
Support teams don’t have it easy. It takes grit, determination, and perseverance to spend day after day helping customers learn, use, and understand a product. But a tough job doesn’t always mean you get the credit you deserve. Regardless of how hard they’re working, CX teams consistently report feeling unheard, undervalued, and underappreciated. But why? […]
In the past week, you’ve probably conducted a financial transaction through Adyen’s unified commerce payments platform without knowing it. With customers ranging from tech giants like Airbnb and Spotify to retail staples like Gap, Adyen is the unsung hero behind billions of dollars in payments each year. Since they process all common payment methods and […]
Increasing sales productivity is one of the most powerful growth levers that sales managers can use to scale their business. The more productive your reps are, the faster they’ll build lists of target prospects, create meaningful relationships, and close deals. But optimizing sales productivity isn’t as easy as implementing a new tool or hosting a […]
A well-structured sales prospecting process is vital to consistently closing deals. Unfortunately, most teams are still fighting off chaos at the very top of the funnel. So, how do you build a dependable prospecting strategy? We asked sales leaders from Gong, Outreach, and Aircall to tell us how they set their teams up for success […]
Overview Why Did We Do This? The Rules of Competition Teams and Projects Common Themes in Projects Two Main Takeaways Work at Aircall Why did Aircall send its French and U.S. teams to the Moroccan desert for four days in the heat of June? For one, summer has been slow-coming in both Paris and NYC, […]
There’s nothing more terrifying than giving a speech in front of a live audience—except maybe improvising live customer support. That’s why Aircall and MaestroQA gathered a crew of customer support leaders to learn how they train their teams to handle in-the-moment pressure. Here’s a preview of the event—keep scrolling for our key takeaways and the […]
Ask any journalist, novelist, editor, or event speaker — language matters. Which words you use, and how you choose to relay them, can dramatically alter the way your audience interprets your message. The added challenge for customer service pros is that their audience can change with every new interaction. Even if all their customers shared […]
The ability to set up quickly and scale efficiently is vital to growing teams. During this critical time, hiring, onboarding, and training are at the forefront of every manager’s mind. The tools we use to help us get to where we need to be should be making the ramp-up process easier, not harder. And while […]
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